Tag / Customer Support

The most revealing ways to measure your help desk or service desk performance is to survey your customers. There are several approaches to the surveys, but some are more effective than others. The best approach to measure help desk customer satisfaction is case-by-case surveying. Each time a case is closed, which means the problem has been resolved and the resolution has already been communicated to the applicant, a short survey on the case is sent to the applicant. Some companies limit the number of surveys sent to the end user in a given month. Here is a sample survey, based on critical...

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The successful help desk focuses on the essential service desk and focuses on these fundamentals to raise help desk performance to optimum levels. 1. Real-time handling of support requests Spend time each week looking at call volume and email workload on an hourly basis. You will find trends for each day of the week and each hour of the day that help guide your scheduling. By using a schedule that you create based on call and email volume, you will make dramatic improvements in customer satisfaction. 2. First call resolution Few things will satisfy your customers more than resolving...

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One of the biggest frustrations of customers and help desk representatives is when a help desk request must be escalated outside of the help desk. A typical scenario occurs: the customer calls regularly to check on the request status. the help desk contacts support agent assigned to the request. the customer is frustrated because the delay will affect his work. the support agent is frustrated because there are so many support, projects and operational tasks assigned to him. The final result is the help desk caught between these two and is generally powerless to help either. This...

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HelpDeskSAAS software version 1.7.2 released HelpDeskSAAS version 1.7.2 was released on July 31, 2010. The release includes a variety of new features, enhancements and bug fixes for a significantly improved user experience. Notable items of the update are User registration, Ticket attachments, Knowledgebase to ticket linking, Custom fields and Theme Backgrounds. New Design and Layout The new design should make HelpDeskSAAS more appealing and give it a more modern and professional touch. One of the most significant design changes is a new accordion menu. Accordion menu is a very handy tool to show...

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The best customer support service is supported by a customer support software tool that caters to unique customer service requirements. When selecting a software to run a project or business, many buyers overlook key factors that ensure a successful customer support software implementation. Ranking Business and Customer Support Priorities When evaluating a customer support software or a business software, it helps to have a thorough understanding of the day to day customer service activities and needs. This helps identify whether or not and how the software is capable of solving  business...

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Any organization that needs to understand their technical support requirements will start with implementing a help desk. It will help them to put all technical requirements through a single point of contact to understand what their needs are and how they are currently addressing them. Most organizations provide help desks for IT support, financial support, HR support – in fact anywhere that staff need lots of interaction with a department. While case studies can be helpful, knowing your own requirements completely will be fundamental in setting up the technical support required in your organization. Identify...

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Responsive customer support and service is vital in the technology and telecommunications arena. The key to ensuring customer's loyalty is to provide the very best service and support. Happy customers bring more customers; unhappy customers are costly The quality and efficiency of customer support is a reflection of a company, which directly impacts company bottom-line. Support personnel provide vital services such as reassuring potential customers during pre-sales demonstrations, managing installation and upgrade processes and helping customers with routine maintenance. The competence...

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